Experienced Customer Support Specialist – AI-Driven Planning & Pricing Solutions

At arenaflex, we're revolutionizing the way businesses manage their product development and supply chain processes. As a leading provider of Product Lifecycle Management (PLM) solutions, we empower companies to navigate the complexities of product development with confidence and agility. Our innovative AI-driven Planning & Pricing SaaS platform is designed to optimize assortment planning, allocation & replenishment, and price optimization, ensuring customers maximize revenue and efficiency. We're seeking an experienced Customer Support Specialist to join our rapidly expanding Planning & Pricing Business Unit. As a key member of our team, you'll be the primary point of contact for customers requiring assistance with our cutting-edge platform. Your expertise in troubleshooting software-related problems, providing step-by-step solutions, and ensuring a seamless customer experience will be invaluable in driving customer satisfaction and loyalty.

About arenaflex

arenaflex stands at the forefront of innovation, delivering cutting-edge PLM solutions tailored specifically for the retail, fashion, footwear, luxury, and consumer goods industries. Our enterprise software applications are designed to meet the unique challenges of the fast-moving consumer goods market, empowering businesses to manage, optimize, and execute their critical processes with ease. From concept to production, our software solutions streamline the journey of bringing products to life.

Job Summary

We're looking for a highly motivated and customer-focused Customer Support Specialist to join our team. As a key member of our Planning & Pricing Business Unit, you'll be responsible for providing exceptional support to our customers, troubleshooting software-related problems, and ensuring a seamless customer experience. Your expertise in customer support, technical aptitude, and problem-solving skills will be invaluable in driving customer satisfaction and loyalty.

Responsibilities

As a Customer Support Specialist, you'll be responsible for:

• Responding promptly to customer inquiries via email, chat, or calls in a professional manner
• Offering clear, step-by-step solutions to common issues, ensuring customers feel informed and supported
• Troubleshooting software-related problems and escalating complex cases to specialized teams (Professional Services, Customer Success, Product Support, DevOps)
• Monitoring escalated tickets and following up to guarantee timely resolutions
• Educating customers on product features, best practices, and workflows to enhance their experience
• Maintaining and updating the internal knowledge base and external help center documentation
• Acting as a customer advocate, communicating recurring issues and feedback to the Product and Customer Success teams
• Striving for exceptional service, aiming to exceed customer satisfaction (CSAT) and engagement metrics
• Meeting or exceeding key performance indicators (KPIs), including:

+ Number of tickets created + First response time + Resolution time + Customer satisfaction (CSAT) scores

Requirements

To be successful in this role, you'll need:

• 2-4 years in customer support, service desk, or help desk roles, preferably within a SaaS or tech environment
• Bachelor's degree in Computer Science, Business, IT, or a related field (or equivalent work experience)
• Strong problem-solving and technical aptitude, with the ability to learn new software quickly
• Ability to support and troubleshoot replenishment and pricing systems, preventing operational downtime
• Experience with Cloud Solutions, Data Integration, Business Intelligence, and Supply Chain processes is a plus
• Familiarity with customer support tools like Zendesk, Jira, Salesforce
• Ability to monitor, improve, and manage SLA-driven processes, particularly in replenishment and pricing workflows
• Understanding of data-driven insights and their role in optimizing pricing strategies
• Ability to adapt as customer reliance on replenishment and pricing processes grows
• Strong communication skills, with a patient and customer-focused approach
• Highly organized with great attention to detail
• Ability to work remotely and collaborate across teams
• Language skills:

+ English (Required) + German, Italian, French, or Spanish (Plus)

• SQL (Required)
• Python, JavaScript (Plus)

What We Offer

As a Customer Support Specialist at arenaflex, you'll enjoy:

• A competitive base salary of $70,000
• Opportunities for career growth and professional development
• A dynamic and innovative work environment
• Collaborative and supportive team culture
• Comprehensive benefits package, including health insurance, retirement plan, and paid time off
• Flexible work arrangements, including remote work options
• Professional development opportunities, including training and certification programs

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and skills. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. Apply for this job